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At times, our Contact Centre may experience more calls and emails than usual. We appreciate your patience. Find more about ways to bank from home.

General

Yes. While the country is at Alert Level 4, and in lockdown, banks will operate and provide essential services.

Please be assured that cash is available at ATMs, payments will work as usual, and banking and lending support is available.

During this time, we won’t have as many staff working as we normally would. This means there may be longer call waiting times and delays responding to customer emails and messages. We apologise for this and appreciate your understanding and patience.

Find out more about banking during the lockdown

Essential services include:

  • cash being available at ATMs 
  • payments working as usual 
  • banking and lending support for customers, and 
  • helping our most vulnerable customers do their banking. 

So we can support all customers, we have temporarily stopped some non-essential services. We will not process any new requests for:

  • foreign cash 
  • new customers to buy Bonus Bonds 
  • account opening for new customers 
  • A-Z Reviews (some exceptions apply).

The health and wellbeing of our staff, and their families, is important to us. We are balancing the needs of our customers with supporting our staff, and following the Government’s guidelines to help combat the spread of COVID-19.

As a result, during the lockdown we will have reduced staff in our contact centre, and most branches will be closed. However, we are still here to help and will provide necessary banking support for our most vulnerable customers who need assistance, and those who cannot use self-service banking channels.

We’re working to redeploy branch staff to help our contact centre team, so we’ll have more people available to help our customers. However, there may still be longer call waiting times and delays responding to customer emails and messages during the lockdown. We apologise for this and appreciate your understanding and patience.

As much as possible, we encourage you to use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking.

Find out more about banking during the lockdown

We are all likely to be feeling vulnerable during these times, and we’re doing everything we can to help everyone who has been impacted by COVID-19.

When we talk specifically about our ‘vulnerable’ customers, we are talking about people who were already struggling before the addition of COVID-19. This includes those who rely on the support of family, friends or carers in their daily life, people who cannot bank online or by phone, and people who normally need assistance to complete their banking.

We ask that if you, or a family member or neighbour are especially vulnerable, please call us on 0800 269 296 and ask how we can help.

ATMs

ATMs will remain fully stocked throughout the lockdown, so you can get cash when you need it. And remember, we don’t charge you a fee to use other banks’ ATMs so you can choose any ATM that’s convenient for you.

Please be aware that some ATMs are currently inaccessible, for example those inside shopping malls or other sites that are closed during the lockdown.

Debit cards, Apple Pay or Google Pay

Consider using your EFTPOS card, Visa Debit card, or Apple Pay or Google Pay for transactions, as some retailers may not be accepting cash for health and safety reasons.

Branches (limited locations, days and hours)

During the lockdown, we will still have a limited number of branches throughout the country open on Wednesdays between 9am and 12pm for simple cash transactions only.

This is to support our most vulnerable customers, and those who can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option.

Find branch locations

Please call 0800 269 296 and let us know you need special assistance, and we can discuss how we can help.

The easiest way to get in touch with us is to complete the relevant call back request form (below) and we'll get back to you as soon as possible.

 Home loan callback Business banking callback Other lending callback

You can still call us if you need to

You can still call us if you cannot bank another way, or if you require urgent financial support. Our Contact Centre is open from 6am to 12 midnight, 7 days a week, on 0800 269 296. At times, we may experience higher than normal call and email volumes, so your wait time may be longer than normal. We are sorry about this and we appreciate your patience.

Financial support – personal and business customers

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you’ve lost your job you may be able to get a benefit or some other financial help from Work and Income.

Work and Income may be able to help with urgent costs like:

  • Food 
  • Accommodation costs (rent, mortgage, board) 
  • Power, gas and water bills or heating 
  • Medical and dental costs 
  • Bedding. 

You can find more information on the Work and Income website.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

If you can’t work at the moment or your income has been reduced, you may be able to get a benefit or some other financial help from Work and Income.

If you’re struggling to meet your living costs or had an unexpected bill Work and Income might be able to help you, even if you’re working. Even if you don’t think you qualify, contact them to talk about your situation.

Work and Income may be able to help with urgent costs like:

  • Food
  • Accommodation costs (rent, mortgage, board)
  • Power, gas and water bills or heating
  • Medical and dental costs
  • Bedding.

You can find more information on the Work and Income website.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you’re aleady experiencing significant financial hardship, please see our website for how we may be able to help you through. There is an online hardship application form, but we recommend you call us first on 0800 240 438.

We recommend that you check what financial support is available from the Government. They may be able to help with essential living costs. Find out more on the Government’s website Unite Against COVID-19.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you would like to discuss your situation and find out how we might be able to help, please call us on 0800 269 296.

Please note that our contact centre is experiencing high call and email volumes, so your wait may be longer than normal. We’re sorry about that and appreciate your patience.

We know that some businesses are feeling the economic impacts of COVID-19.

We recommend that you check what financial support is available from the Government. They may be able to help with wage subsidies, business cash flow and tax measures. Find out more on the Government’s website, Unite Against COVID-19.

ANZ is also here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more

If you would like to discuss your situation, and find out how we might be able to help, please complete our call back request form and we will get back to you as soon as we can:

  • Commercial and Rural: 0800 212 269

Request a call back

Please note that our contact centre is experiencing high call and email volumes, so your wait may be longer than normal. We’re sorry about that and appreciate your patience. .

We’ll need to know that you or your business has been impacted by COVID-19 and you’re unable to meet your fixed financial expenses.

For example, if your income has reduced or payment has been delayed, you’ve lost your job unexpectedly or your business is experiencing losses/closure.

Yes, if you have personal and business accounts with us we can help.

KiwiSaver

KiwiSaver schemes aren’t like term deposit or savings accounts where you get a set rate of interest on your money. Instead, your money is invested in a range of investments including shares, bonds, and property, and the return you get depends on how these investments perform. Balances can both go up and down.

At the moment, some investment markets aren’t doing well, because the coronavirus pandemic has badly affected many businesses and caused a lot of uncertainty. As a result, the value of many KiwiSaver schemes’ investments has fallen – and that’s reflected in your KiwiSaver account balance.

Investment markets go up and down and this is normal. In the past few years, markets have had a very strong run and returns have been very positive, so we understand that recent fluctuations can come as a shock. However it’s important to remember that ups and downs are part of investing. Many KiwiSaver members aren’t used to these kinds of fluctuations. As markets recover, KiwiSaver account balances are likely to go up again.

It’s understandable you may be worried after checking your balance on goMoney or Internet Banking. However, it’s important to remember that for most people KiwiSaver is a long-term investment. Movements in the market are part of investing.

Everyone’s situation is different and things change over time. Your fund choice should be based on your personal circumstances, for example your investment goals, timeframe and how much risk you’re willing to take. We recommend you regularly review your fund choice to make sure it’s still the best choice for you – use our Risk Profile Tool to help or talk to your financial adviser. If you do decide to switch to a different fund, you can do so online via ANZ Internet Banking or by completing our online change form.

KiwiSaver is designed as a long-term investment to help you save for your retirement. You can only begin withdrawing your KiwiSaver savings when you turn 65, or in the following special situations:

  • To buy your first home (if you’ve been a KiwiSaver member for three years). Conditions apply – find out more.
  • If your circumstances change and you are experiencing significant financial hardship, or have a serious illness – find out more.

If you’ve gone unconditional on a house and you’re using KiwiSaver towards your deposit, your KiwiSaver account balance may have reduced due to share market volatility.

If your Loan to Value Ratio has moved over 80% due to this, we will waive the Low Equity Premium we’d normally charge and still provide access to our Special fixed rates.

Talk to your Home Loan Coach if this applies to you. 

We also suggest you talk with your lawyer as soon as you can, as the lockdown may impact your property settlement.

Home loans

Help from the Government

We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced, or you can’t work at the moment.

The Government is also offering a wage subsidy scheme available for all employers that are significantly impacted by COVID-19 and are struggling to pay employees. Talk to your employer if you think this might be relevant for your situation.

Find out more on the Government's website, Unite Against COVID-19, or call the free helpline on 0800 779 997 (8am-1am, 7 days a week).

Help from ANZ

Your financial wellbeing is important to us and we’re here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more.

Significant financial hardship

With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.

However, if you’re already experiencing significant financial hardship, please see our website of how we may be able to help you through. We have an online hardship application form, but we recommend you call us first on 0800 240 438 (weekdays 8.30am-8pm, weekends 9am-5pm).

Yes. You can find out more on our personal banking updates page.

Home loan repayment deferrals are available until further notice.

If you’re financially impacted by COVID-19, you can apply for a home loan repayment deferral – sometimes known as a "mortgage repayment holiday". A home loan repayment deferral allows you to pause your scheduled repayments for up to 6 months. Some terms will apply.

Although you won’t have to make your scheduled repayments, it’s important to know that the amount you owe on your loan will increase during your deferral period. We’ll still charge interest on what you owe, which will be added to your outstanding balance. You’ll then be charged interest on your outstanding balance as normal.

A home loan repayment deferral may help in the short term, but you will end up paying more on your loan over the longer term. So we recommend you carefully consider whether it’s the right option for you.

When you apply, we’ll talk through other options that may have less of an impact on your loan over the longer term. For example:

  • Although home loan repayment deferrals are available for up to 6 months, you may like to consider whether a shorter term would provide enough relief.

  • If reducing your repayments would provide enough relief, we may be able to suggest other ways to restructure your lending to reduce your repayment amount instead. For example, extending your loan term or switching to interest only repayments.

View our Relief option comparison for more information.

 

Example of a home loan repayment deferral

Karen and John take a home loan repayment deferral for 6 months.

They have a home loan of $250,000 with an interest rate of 3.50% p.a. and a 25 year term. They currently pay $1,246 a month in repayments.

If interest rates stay the same, the interest they’ll be charged over the six month loan repayment deferral is $4,493.

At the end of the loan repayment deferral, if Karen and John:

  • keep their loan term the same, their repayments will increase to $1,284.10 a month
  • keep their repayments the same, their loan term will extend by 15 months.

 

Home loan repayment deferrals are available until further notice.

If approved, a home loan repayment deferral will allow you to pause your scheduled repayments for up to 6 months. Some terms will apply.

Although you won’t have to make your scheduled repayments, it’s important to know that the amount you owe on your loan will increase during your deferral period. We’ll still charge interest on what you owe, which will be added to your outstanding balance. You’ll then be charged interest on your outstanding balance as normal.

A loan repayment deferral may help in the short term, but you will end up paying more on your loan over the longer term. So you may like to consider whether a deferral term of less than 6 months could work. The shorter the deferral term, the less impact it may have on your loan over the longer term.

 

Example of a home loan repayment deferral

Karen and John take a home loan repayment deferral for 6 months.

They have a home loan of $250,000 with an interest rate of 3.50% p.a. and a 25 year term. They currently pay $1,246 a month in repayments.

If interest rates stay the same, the interest they’ll be charged over the six month loan repayment deferral is $4,493.

At the end of the loan repayment deferral, if Karen and John:

  • keep their loan term the same, their repayments will increase to $1,284.10 a month
  • keep their repayments the same, their loan term will extend by 15 months.

Some terms will apply. To be eligible for a home loan repayment deferral, you must:

  • be a personal or business customer with an ANZ Home Loan secured by a mortgage over a residential property

  • have been financially impacted by COVID-19, or have genuine concerns COVID-19 will financially impact you in the future, and

  • be up to date on your repayments and have a good account history with us.

If you’ve already missed your repayments or your account history isn’t the best, you may still be eligible for a home loan repayment deferral. Talk to us and we can work through options for your particular situation. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

Note that home loan repayment deferrals are currently only available on ANZ Home Loans with Principal & Interest (or “table”) repayments. We’re working to extend home loan repayment deferrals to ANZ Home Loans with Interest Only repayments later this week.

Home loan repayment deferrals won’t apply to ANZ Flexible Home Loans. If you have an ANZ Flexible Home Loan and you’re having problems with the interest charged on your credit limit, please talk to us – there may be options that could help.

 

Home loan repayment deferrals are available until further notice.

If you’ve already missed your repayments, you may still be able to apply for a home loan repayment deferral. Talk to us and we can work through options for your particular situation. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

The easiest way to apply for a home loan repayment deferral is to complete the relevant call back form below, and we’ll get back to you as soon as possible.

Personal home loans call back  Business home loans call back

However, if it's urgent, please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

Home loan repayment deferrals are available until further notice.

Because you’ll pay more on your loan over the longer term, we recommend you carefully consider whether a home loan repayment deferral is right for you.

If reducing your repayment amount would provide enough relief, we may be able to suggest ways to restructure your lending to reduce your repayment amount. For example, extending your loan term or switching to interest only repayments. These options may have less of an impact on your loan over the longer term.

To find out more about the difference between these options, see our Relief options information sheet.

We’ll talk you through these options when you apply.

No. Once confirmed, your home loan repayment deferral will start immediately and will pause your next scheduled repayment.    

Yes, and the fixed interest rate on your home loan will still apply. You also won’t be charged Early Repayment Recovery.

When you apply, you’ll need to confirm what you want to happen when your deferral ends because you’ll owe more on your loan.

You can choose to:

  1. keep your repayment amount the same as it is today, which will extend your loan term, or

  2. keep your loan term the same, which means your repayment amount will increase compared to what it is today.

You can also do a combination of the above – increasing your repayment amount a bit, while also extending your loan term.

We may only agree to extend your loan term, if that loan term will stay below 30 years from the draw-down date for your loan.

Please note, Early Repayment Recovery may be charged on fixed rate ANZ Home Loans if you ask to increase your repayments above what’s needed to address any extra owing when your deferral ends.

When you apply, we’ll talk you through these options and what they may mean for your loan over the longer term.

 

Example of a home loan repayment deferral

Karen and John take a home loan repayment deferral for 6 months.

They have a home loan of $250,000 with an interest rate of 3.50% p.a. and a 25 year term. They currently pay $1,246 a month in repayments.

If interest rates stay the same, the interest they’ll be charged over the six month loan repayment deferral is $4,493.

At the end of the loan repayment deferral, if Karen and John:

  • keep their loan term the same, their repayments will increase to $1,284.10 a month
  • keep their repayments the same, their loan term will extend by 15 months.

Yes. If you can restart your repayments early, you might like to do so. The shorter your home loan repayment deferral period, the less impact it may have on your loan longer term.

To restart your repayments, please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

No. A home loan repayment deferral alone will not impact your credit rating. However, if you’ve already missed some of your repayments for any reason, even if we later give you a repayment deferral, this may have impacted your credit rating.

If you’ve gone unconditional on a house and you’re using KiwiSaver towards your deposit, your KiwiSaver account balance may have reduced due to share market volatility.

If your Loan to Value Ratio has moved over 80% due to this, we will waive the Low Equity Premium we’d normally charge and still provide access to our Special fixed rates.

Talk to your Home Loan Coach if this applies to you. 

We also suggest you talk with your lawyer as soon as you can, as the lockdown may impact your property settlement.

Credit cards, overdrafts and personal loans

Help from the Government

We recommend you check what financial support is available from the Government. They may be able to help with essential living costs, and urgent or unexpected costs, if you’ve lost your job, your hours have been reduced, or you can’t work at the moment.

The Government is also offering a wage subsidy scheme available for all employers that are significantly impacted by COVID-19 and are struggling to pay employees. Talk to your employer if you think this might be relevant for your situation.

Find out more on the Government’s website, Unite Against COVID-19, or call the free helpline on 0800 779 997(8am–1am, 7 days a week).

 

Help from ANZ

Your financial wellbeing is important to us and we’re here to help you get back on top of your money. We have several financial relief options for customers impacted by COVID-19. Find out more.

 

Significant financial hardship

With the support options available from the Government, and solutions we may be able to offer, you might be able to find some financial relief before you get to the point of significant financial hardship.

However, if you’re already experiencing significant financial hardship, please see our website for how we may be able to help you through. We have an online hardship application form, but we recommend you call us first on 0800 240 438 (weekdays 8.30am-8pm, weekends 9am-5pm).

No. You’ll still be able to apply for a personal loan, credit card or overdraft if you’re an existing ANZ customer. Our normal eligibility and lending criteria will apply.

Yes, you can apply for a temporary overdraft if you’re an existing ANZ customer. Our normal eligibility and lending criteria will apply.

If you’re approved we’ll also waive the overdraft application fee and overdraft management fee for up to 3 months if you ask us when you apply.

We have a number of options you may wish to consider, including:

  • Debt consolidation using an ANZ Personal Loan
    You can combine your debts like credit cards, hire purchases, store cards and more, into one easy to manage ANZ Personal Loan. Find out more

  • Balance transfer to a low rate, no fee credit card
    A balance transfer involves moving the outstanding balance from your non-ANZ credit or store card account to an ANZ Low Rate Visa with a lower interest rate for a set period of time to help save on interest while you pay the balance down. Find out more

  • Switch to a low rate, no fee credit card
    We offer credit card options to suit different needs, including reward cards and a low rate card. If you’re currently using a rewards card, you might like to consider an ANZ Low Rate card (which has a lower purchase interest rate than reward cards, and no annual card fee). Find out more

  • Existing Personal Loan customers
    If you have an existing ANZ Personal Loan and need repayment relief because of COVID-19, talk to us about your options. We may be able to suggest changes to your loan that could help reduce your repayment amount, or you could apply for a personal loan repayment deferral. Find out more.

Lending criteria, terms and conditions, and fees apply. Personal loan repayment deferrals are available until further notice.

If you’re financially impacted by COVID-19, you can apply for a personal loan repayment deferral. A loan repayment deferral allows you to pause your scheduled repayments for up to 6 months. Some terms will apply.

Although you won’t have to make your scheduled repayments, it’s important to know that the amount you owe on your loan will increase during your deferral period. We’ll still charge interest on what you owe, which will be added to your outstanding balance. You’ll then be charged interest on your outstanding balance as normal.

A loan repayment deferral may help in the short term, but you will end up paying more on your loan over the longer term. So we recommend you carefully consider whether it’s the right option for you.

When you apply, we’ll talk through other options that may have less of an impact on your loan over the longer term. For example:

  • Although personal loan repayment deferrals are available for up to 6 months, you may like to consider whether a shorter term would provide enough relief.

  • If reducing your repayments would provide enough relief, we may be able to extend your loan term to reduce your repayment amount instead.

Example of a personal loan repayment deferral

Nora takes out a personal loan repayment deferral for 2 months.

Nora has a personal loan of $10,000 with an interest rate of 13.90% p.a. and a 3 year term. She currently pays $331 a month in repayments.

If interest rates stay the same, the interest she’ll be charged over the two month loan repayment deferral is $357.18.

At the end of the loan repayment deferral, if Nora:

  • keeps her loan term the same, her repayments will increase to $353.80 a month
  • keeps her repayments the same, her loan term will extend by 3 months.

 

Personal loan repayment deferrals are available until further notice.

If approved, a personal loan repayment deferral will allow you to pause your scheduled repayments for up to 6 months. Some terms will apply.

Although you won’t have to make your scheduled repayments, it’s important to know that the amount you owe on your loan will increase during your deferral period. We’ll still charge interest on what you owe, which will be added to your outstanding balance. You’ll then be charged interest on your outstanding balance as normal.

A loan repayment deferral may help in the short term, but you will end up paying more on your loan over the longer term. So you may like to consider whether a deferral term of less than 6 months could work. The shorter the deferral term, the less impact it may have on your loan over the longer term.

 

Example of a personal loan repayment deferral

Nora takes out a personal loan repayment deferral for 2 months.

Nora has a personal loan of $10,000 with an interest rate of 13.90% p.a. and a 3 year term. She currently pays $331 a month in repayments.

If interest rates stay the same, the interest she’ll be charged over the two month loan repayment deferral is $357.18.

At the end of the loan repayment deferral, if Nora:

  • keeps her loan term the same, her repayments will increase to $353.80 a month
  • keeps her repayments the same, her loan term will extend by 3 months.

 

Personal loan repayment deferrals are available until further notice.

Some terms will apply. To be eligible for a personal loan repayment deferral, you must:

  • have an ANZ Personal Loan
  • have been financially impacted by COVID-19, or have genuine concerns COVID-19 will financially impact you in the future, and
  • be up to date on your repayments and have a good account history with us.

If you’ve already missed your repayments or your account history isn’t the best, you may still be eligible for a loan repayment deferral. There may be some extra steps that apply, but we’ll work with you through your particular situation. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

Personal loan repayment deferrals are available until further notice.

If you’ve already missed your repayments, you may still be able to apply for a personal loan repayment deferral. There may be some extra steps that apply, but we’ll work with you through your particular situation. Please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

The easiest way to apply for a personal loan repayment deferral is to complete the relevant call back form below, and we’ll get back to you as soon as possible.

Call back form

However, if it’s urgent, please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

Personal loan repayment deferrals are available until further notice.

Because you’ll pay more on your loan over the longer term, we recommend you carefully consider whether a personal loan repayment deferral is right for you.

If reducing your repayment amount would provide enough relief, we may be able to extend your loan term to reduce your repayment amount. This option may have less of an impact on your loan over the longer term.

We’ll talk you through these options when you apply.

No. Once confirmed, your personal loan repayment deferral will start immediately and will pause your next scheduled repayment.    

When you apply, you’ll need to confirm what you want to happen when your deferral ends because you’ll owe more on your loan.

You can choose to:

  1. keep your repayment amount the same as it is today, which will extend your loan term, or
  2. keep your loan term the same, which means your repayment amount will increase compared to what it is today.

You can also do a combination of the above – increasing your repayment amount a bit, while also extending your loan term.

We may only agree to extend your loan term, if that loan term will stay below 7 years from the draw-down date for your loan.

When you apply, we’ll talk you through these options and what they may mean for your loan over the longer term.

 

Example of a personal loan repayment deferral

Nora takes out a personal loan repayment deferral for 2 months.

Nora has a personal loan of $10,000 with an interest rate of 13.90% p.a. and a 3 year term. She currently pays $331 a month in repayments. If interest rates stay the same, the interest she’ll be charged over the two month loan repayment deferral is $357.18.

At the end of the loan repayment deferral, if Nora:

  • keeps her loan term the same, her repayments will increase to $353.80 a month
  • keeps her repayments the same, her loan term will extend by 3 months.

Yes. If you can restart your repayments early, you might like to do so. The shorter your personal loan repayment deferral period, the less impact it may have on your loan longer term.

To restart your repayments, please call us on 0800 269 296 (6am to 12 midnight, 7 days a week). Note that call wait times are much longer than usual.

No. A personal loan repayment deferral alone will not impact your credit rating. However, if you’ve already missed some of your repayments for any reason, even if we later give you a repayment deferral, this may have impacted your credit rating.

Savings accounts

We understand that you may need to dip into your savings during this time. So, we’re automatically waiving withdrawal fees on Serious Saver accounts from 1 April 2020 until 30 June 2020.

Please note, if you make a withdrawal you won’t earn Premium interest in that month.

The information and offers above are current as at 24 March 2020 but may change without warning.

Life Insurance

Existing ANZ life insurance policies provided by Cigna New Zealand Limited (Cigna) don’t contain exclusions for pandemics which means that COVID-19 has no impact on your existing insurance cover.

If you need to make a claim related to COVID-19, as with any other claim, you’ll simply need to meet the eligibility requirements for your type of cover.

If you need to make a claim, call Cigna on 0800 658 585 or email claimsnz@cigna.com.

If you hold an existing ANZ life insurance policy which includes Redundancy Cover, and you receive notice of redundancy or potential redundancy at least 180 days after the policy start date, you may be eligible to claim if made redundant as a result of the impacts of COVID-19. Your selected wait period and normal terms and conditions will apply. If you’re not sure whether you have Redundancy Cover or if you are eligible to claim, please contact Cigna directly on 0800 658 585 or email claimsnz@cigna.com.

If you hold an ANZ life insurance policy provided by Cigna and you’re experiencing financial hardship as a result of COVID-19, Cigna may be able to help. Please call Cigna on 0800 658 585 to discuss your options.

ANZ Life & Living Insurance is provided by Cigna.

If you’re looking to apply for a new ANZ Life & Living Insurance policy, please consider the following:

  • If you’re identified as being at a higher risk of complications from COVID-19 (e.g. you have pre-existing cardiovascular risk factors, respiratory illness or immune system compromise) Cigna may not be able to offer you cover at this time. All applications are considered on an individual basis.
  • Cigna is currently not accepting new applications for Redundancy Cover.
  • Generally, applications for Living Expenses Cover are only being considered for customers who are employed in an essential business as defined by the Government. Individual consideration will be given to customers who are not in essential business if they can evidence that they are able to work from home and are continuing to earn an income.

Self-service banking options

You can manage your money anytime using the ANZ goMoney app, Internet Banking or 24/7 Automated Phone Banking.

You can view your balance, move money between accounts, pay bills, friends or family, set-up and manage automatic payments, and more.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible. We recommend only sending non-urgent requests as it may take us a while to respond given the volume of messages we’re currently receiving.

Find out more

Your customer number is unique to you and can be found on the back of most ANZ credit and debit cards. If you’ve checked your card/s and still can’t find your customer number, please call us on 0800 269 296.

Visit the ANZ Internet Banking login page and click on the ‘Forgot password?’ link. Follow the instructions to reset your password.

Open the ANZ goMoney app and click on ‘Menu’ and then ‘Forgot my PIN’. Follow the instructions to reset your PIN.

Contact Centre

Many of our customers have been impacted financially by COVID-19, so at times our Contact Centre may experience higher than normal call and email volumes.

We’ve redeployed branch staff to help our Contact Centre team, so we have more people available to help our customers.

We’re sorry if you experience a delay. We appreciate your understanding and patience.

Request a call back 

If you’re trying to reach us to talk about your home loan, business banking, or other lending, please complete a call back request form and we will get back to you as soon as we can:

Other ways to bank

Where possible, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking. Using those services means our Contact Centre can focus on helping our most vulnerable customers, as well as customers who cannot bank another way, and those immediately impacted by COVID-19.

You can also send us a secure Bank Mail message through Internet Banking with your request. We’ll respond, or process your request, as soon as possible. We recommend only sending non-urgent requests as it may take us a while to respond given the volume of messages we’re currently receiving.

Find out more about banking safely and securely from home

Branches

To help combat COVID-19, most of our branches will be closed during the lockdown.

A limited number of branches throughout the country will be open on Wednesdays between 9am and 12pm for simple cash transactions only. This is to support our most vulnerable customers, and those can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option.

This is necessary in the circumstances and subject to change. We appreciate your understanding in these unprecedented times.

If you need to discuss your banking, please complete the relevant call back request form (below) and we'll get back to you as soon as possible.

 Home loan callback Business banking callback Other lending callback

 

Find branch locations

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

Services will be limited to simple cash transactions and will only be available to our most vulnerable customers, or those who can’t do their banking online or over the phone.

Please do not visit a branch unless you have no other option. We appreciate your understanding in these unprecedented times.

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

Remember, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, and ATMs for your banking if you are able to.

Find branch locations

For our customer and staff safety, please don’t visit a branch if you’ve been in contact with COVID-19, travelled internationally in the last 14 days or are showing any signs of illness consistent with COVID-19.

We have limited staff working in branch during our reduced hours of operation. Those staff are following the Ministry of Health recommendations around handwashing and social distancing. We've also:

  • increased the frequency of cleaning in branches before and after opening
  • installed blue dots on the floor to help you maintain social-distancing
  • installed Perspex shrouds at the counters
  • provided face masks, gloves and hand sanitiser for staff, where possible (access to supplies may be limited), and
  • set a limit for the number of customers inside the branch at any one time.

No, we are unable to organise branch appointments during the lockdown.

Please do not visit a branch unless absolutely necessary.

During the lockdown, our branch staff will be focused on helping our most vulnerable customers, and those who can’t do their banking online or over the phone.

We have a limited number of branches and reduced staff, and they will be able to assist with simple cash transactions only.

We appreciate your understanding in these unprecedented times.

If you can, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, and ATMs to do your regular banking.

Find out more about ways to bank

Fraud, scams and security

If you're a victim of fraud where someone accessed and used ANZ goMoney, Internet Banking, Phone Banking or your card without your authority, please call us immediately on 0800 269 296 (international +64 4 470 3142) and we'll look at how we can help.

We'll reimburse you if you didn't act fraudulently or negligently, didn't contribute to the loss, took reasonable steps to protect your banking and complied with our Electronic Banking Conditions (PDF 129kB).

Remember to never share your banking PINs, passwords or security codes with anyone including your bank or the Police.

If you have inadvertently provided your banking PINs, password or security codes to anyone, please call us immediately on 0800 269 296 (international +64 4 470 3142).

Find out more about protecting yourself from scams, and what to do if you think you’ve been the victim of a scammer.

We invest in sophisticated fraud monitoring systems to review banking activity and transactions 24/7 for any potentially suspicious activity.

We protect your banking with some of the best security and technology, including mobile payment security that meets international standards and best practice. We also provide services such as Online Code and Voice ID, to help protect you from the risk of identity fraud. We recommend you register for both so we can help keep you safe.

We’re committed to helping keep your banking safe, and you have a role to play too. By working together, we can keep you even safer. Find out more about what we do, and what you can do, to protect you and your banking.

Contacting us

Where possible, please use ANZ goMoney, Internet Banking, 24/7 Automated Phone Banking, or ATMs to do your regular banking. Using those services means our contact centre can focus on helping our most vulnerable customers and those immediately impacted by coronavirus. Find out more about ways to bank safely and securely from home.

Ways to bank from home

The easiest way to get in touch with us is to complete the relevant call back request form (below) and we'll get back to you as soon as possible.

Home loan callback Business banking callback Other lending callback

You can still call us if you need to

You can still call us if you cannot bank another way, or if you require urgent financial support. Our Contact Centre is open from 6am to 12 midnight, 7 days a week, on 0800 269 296. At times, we may experience more calls and emails than usual, so your wait time may be longer than normal. We apologise for any delays, and appreciate your patience.

Other helpful information

Healthline

0800 358 5453

If you have symptoms of coronavirus, call the NZ Covid-19 Healthline

Ministry of Health website

www.health.govt.nz

Information, official guidelines and updates

Unite against COVID-19 website

www.covid19.govt.nz

Latest updates from the NZ government

ANZ lending criteria, terms, conditions, and fees apply. Interest rates and fees are subject to change.  

A copy of the Bank's General Disclosure Statement  under the Reserve Bank of New Zealand Act 1989 is available on this website or on request from any ANZ branch, free of charge.

This material is for information purposes only. Its content is intended to be of a general nature, does not take into account your financial situation or goals, and is not a personalised financial adviser service under the Financial Advisers Act 2008. It is recommended you seek advice from a financial adviser which takes into account your individual circumstances before you acquire a financial product. An ANZ Authorised Financial Adviser will, on request and free of charge, provide you with his or her disclosure statement prepared under the Financial Advisers Act 2008. If you wish to consult one of ANZ's financial advisers, please contact us on 0800 269 296.

Fees and interest rates are subject to change. Non-standard fees may apply. Please use the following links for full details of our Terms and ConditionsFees and Charges (PDF 166kB), Rates, fees and agreementsANZ EFTPOS Card and ANZ Visa Debit Card Conditions of Use (PDF 103kB), and ANZ Electronic Banking Conditions (PDF 129kB).